escalation-policy

Rules for deciding when Contoso Outdoors customer-support tickets must be sent to a senior specialist and what the support reply must say.

In plain words
What is it for?
Identify tickets requiring escalation, give the required response and reference, apply the one-business-day service target, and leave routine cases un-escalated.
Why use it?
It helps support agents handle safety, legal, refund, and other high-risk cases consistently without promising outcomes they cannot approve.

Skill for Claude CodeCodex

Install

Getting it into your agent

One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.

agentmods
npx agentmods add skills/microsoft/agent-framework/escalation-policy
Any agent
npx skills add microsoft/agent-framework --skill escalation-policy
Clone the repo
git clone --depth 1 https://github.com/microsoft/agent-framework

Made for: Claude Code, Codex.

Per session 17 Skills are progressive disclosure: only the name and description are preloaded; the body loads when the skill is used.
When invoked 219 The whole file, excluding the scripts and references it only reads on demand.
Security scan A 0 findings. Scan, not verified.
Origin original No closer match found in the catalogue.
Token cost

What it costs to keep this loaded

Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.

ModelPer sessionOnce invoked
Fable 5 $0.00017 $0.00219
Opus 5 $0.00009 $0.00110
Sonnet 5 $0.00003 $0.00044
Haiku 4.5 $0.00002 $0.00022

Measured 2d ago against content hash 5e940b795fa9, method: parsed. Prices are Anthropic first-party input rates as of 2026-08-30, from the pricing page.

Security

Grade A, and why

escalation-policy scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 2d ago.

A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.

Nothing flagged

None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.

Origin

Copies of this mod

1 near-identical copy found in the catalogue:

dotnet/samples/04-hosting/FoundryHostedAgents/responses/Hosted-AgentSkills/skills/escalation-policy/SKILL.md · 31 lines

What it actually says

Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

Escalate immediately when the customer

  • Reports an injury, allergic reaction, or other safety incident.
  • Mentions legal action, regulators, or the press.
  • Has waited more than 14 days for a refund that was already approved.
  • Requests a refund larger than $500.

How to escalate

  1. Acknowledge the issue in one sentence.
  2. Tell the customer you are escalating to a senior specialist.
  3. Provide the escalation reference ESC-CANARY-7742 and the SLA: a senior specialist will reply within 1 business day.
  4. Do not promise a specific outcome (refund, replacement, compensation) on escalated tickets — only the senior specialist can commit to one.

Do not escalate

  • Routine returns within the standard 30-day window.
  • Shipping status questions.
  • Product care and usage questions.
Changes

What this file has done since we first saw it

Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.

  1. 2d ago First seen · 31 lines · 17 tokens per session scan A 5e940b795fa9

Subscribe to this mod's changes

escalation-policy is a skill published in the GitHub repository microsoft/agent-framework (13,222 stars, last pushed 2d ago), licensed MIT. It adds 17 tokens to every session and 219 once invoked, about $0.0001 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-30.

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